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Team Leader

Zoek Pin Bengaluru, Karnataka

Permanent (Full time)

Team Manager - Digital Marketing

Qualification :

Graduate (exclusion :
BE/BTech/MCA) or High School graduate or above as may be applicable in the Geo
Responsibility :

Stakeholder/Business Management :

  • • Update trackers, Create/Update tickets, update required applications & tools and keep PM informed of new issues.
  • • Respond through email and chat.
  • • Provide updates and submit reports related to own area of work.
  • • Interface with the management both in terms of cascading messages from senior management and putting into practice strategy or modifications required for the process based on decisions taken.
  • • Identify & suggest Business improvement opportunities.
  • • Identify & drive opportunities to enhance service delivery & Customer experience.
  • • Identify cost optimization opportunities.
  • • Drive business excellence to add value to client.

Customer Relationship Management :

  • • Provide information, educate customer, troubleshoot, probe and fix issues.

People/Team :

  • • Contribute to and participate proactively in knowledge sharing sessions.
  • • Participate and contribute to organizational activities.
  • • Provide work direction and guidance to team members.
  • • Establish systems and procedures in the team.
  • • Groom self and team to support vertical growth.
  • • Allocate work and tasks to the team.
  • • Report to the manager on performance, status and any escalations.
  • • Facilitate and participate proactively in knowledge sharing sessions.
  • • Conduct team building activities to enhance motivation.
  • • Conduct performance appraisals for team members– provide input into the learning and career plans for team members.
  • • Identify training needs of team members and provide coaching support to them.
  • • Conduct process training or refresher training if required.
  • • Review VOC scores, provides feedback and recommend refresher training whenever necessary.
  • • Resignations / Absconder communication to Operations Manager.
  • • Maintain EWS (Early warning system) for the team for tracking and proactively addressing people issues.
  • • Manage attrition and absenteeism.
  • • Support recruitment efforts for the team.
  • • Conduct knowledge transfer sessions for new joiners in the team.

Must Have Skills

  • Customer Service
  • Online/Digital Marketing

Employee Status : Full Time Employee

Shift : Day Job

Travel : No

Job Posting : Feb 09 2021

Posted 4 days ago

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